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Frequently Asked Questions

We’re here to help you get through COVID-19 (coronavirus).

General

The New Zealand payments industry is temporarily increasing the contactless payment limit without a PIN from $80 to $200 at all EFTPOS terminals. 

This increase is in response to COVID-19 as it’s been identified as a way of reducing shoppers contact with frequently touched surfaces such as the EFTPOS terminal PIN pad.

The change means that cardholders making a contactless payment won’t need to enter a PIN for a transaction of $200 or less. For ANZ cards, this applies to Visa Credit and Visa Debit cards. It also applies to transactions made using Apple Pay™ or Google Pay™. You won’t need to do anything. The limit increase will be automatically applied to the card you have. 

You may have noticed that some terminals already don’t ask for a PIN. This is because some terminals are set up to know your mobile has identified you using your fingerprint or Face ID, and don’t then require a PIN for any limit. That will continue at those terminals.

For ANZ merchant customers with a contactless enabled terminal, you won’t have to do anything as the limit increase will be automatically applied to your terminal when it logs on. To enable your terminal to accept contactless payments, you can contact us on 0800 473 453.

This is a temporary increase which will be reviewed in line with changes to the Government’s COVID-19 Alert Level.

As much as possible, we encourage you to use ANZ goMoney, Internet banking, 24/7 Automated Phone Banking or ATMs to do your regular banking.

ATMs

ATMs remain fully stocked, so you can get cash when you need it. And remember, we don’t charge you a fee to use other banks’ ATMs so you can choose any ATM that’s convenient for you.

Debit cards, Apple Pay or Google Pay

Consider using your EFTPOS card, Visa Debit card, or Apple Pay or Google Pay for transactions, as some retailers may not be accepting cash for health and safety reasons.

Branches

As much as possible, we encourage you to use ANZ goMoney, Internet banking, 24/7 Automated Phone Banking or ATMs to do your regular banking.

Please call 0800 269 296 and let us know you need special assistance, and we can discuss how we can help.

ANZ is in a strong financial position with plenty of capital (money) in reserve, which means we are well placed to manage through COVID-19. New Zealand has a very sound, well-regulated banking system, and as part of this we regularly run tests to check we can manage through stressful events.  

ANZ is New Zealand’s oldest bank, with a proud 180 year history of helping kiwis stay on top of their money. We’ve been around for a long time, through many ups and downs – and we aim to be here for a long time to come.

Financial support – personal and business customers

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

If you’ve lost your job you may be able to get a benefit or some other financial help from Work and Income.

Work and Income may be able to help with urgent costs like:

  • Food 
  • Accommodation costs (rent, mortgage, board) 
  • Power, gas and water bills or heating 
  • Medical and dental costs 
  • Bedding. 

You can find more information on the Work and Income website.

It may be a good idea to check if you have any insurance that may provide cover if your income has been impacted by COVID-19. We suggest talking to your insurer if you’re uncertain about the cover you have.

ANZ is also here to help you get back on top of your money. We have several financial relief options for personal and business customers impacted by COVID-19. Find out more

If you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. There is an online hardship application form, but we recommend you call us first on 0800 240 438.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

If you can’t work at the moment or your income has been reduced, you may be able to get a benefit or some other financial help from Work and Income.

If you’re struggling to meet your living costs or had an unexpected bill Work and Income might be able to help you, even if you’re working. Even if you don’t think you qualify, contact them to talk about your situation.

Work and Income may be able to help with urgent costs like:

  • Food
  • Accommodation costs (rent, mortgage, board)
  • Power, gas and water bills or heating
  • Medical and dental costs
  • Bedding.

You can find more information on the Work and Income website.

It may be a good idea to check if you have any insurance that may provide cover if your income has been impacted by COVID-19. We suggest talking to your insurer if you’re uncertain about the cover you have.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. There is an online hardship application form, but we recommend you call us first on 0800 240 438.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

It may be a good idea to check if you have any insurance that may provide cover if your income has been impacted by COVID-19. We suggest talking to your insurer if you’re uncertain about the cover you have.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you would like to discuss your situation and find out how we might be able to help, please call us on 0800 269 296.

We know that some businesses are feeling the economic impacts of COVID-19.

We recommend that you check what financial support is available from the Government. They may be able to help with wage subsidies, business cash flow and tax measures. Find out more on the Government’s website, Unite Against COVID-19.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If  you would like to discuss your situation, and find out how we might help, please contact your Banking Manager or Relationship Manager to discuss your eligibility, or call our Contact Centre:

We’ll need to know that you or your business has been impacted by COVID-19 and you’re unable to meet your fixed financial expenses.

For example, if your income has reduced or payment has been delayed, you’ve lost your job unexpectedly or your business is experiencing losses/closure.

Yes, if you have personal and business accounts with us we can help.

KiwiSaver

  • You can download and digitally complete most of our KiwiSaver withdrawal forms, found on our documents and forms page. If you need any other forms, call our Contact Centre on 0800 736 034.
  • Collect all supporting proof of identity and address documents, and any other supporting evidence requested in the withdrawal application form. We understand it may be difficult at this time to provide all of the evidence required to support a significant financial hardship withdrawal application. Please provide as much evidence as you can.
  • If you’re unable to get your proof of identify and address documents verified or certified, please let us know when you submit your withdrawal application.
  • Ensure your application is fully completed, including the statutory declaration page before submitting. 
  • Submit your application and supporting documents by email:

Statutory declarations during lockdown:

  • Some solicitors (or other authorised people) are still witnessing statutory declarations through audio-visual technology such as FaceTime, Skype, WhatsApp or Zoom. Once they’ve witnessed you signing your statutory declaration, you’ll need to send them the form which they will then sign. You or your solicitor can send the form to us, by scanning and emailing, or by post or courier. The Law Society has provided guidance if your solicitor needs more information.
  • If getting your statutory declaration witnessed through audio-visual technology is not possible or practical for other reasons, please let us know when you submit your application.

If you provide all the information we need to assess your financial situation, we aim to give you an outcome within 15 business days. If we have to ask for additional information, this may cause delays in the processing of your application.

Check our KiwiSaver Significant Financial Hardship guide for more information.

Home loans

We encourage you to contact us if you’re experiencing significant financial pressure. We’re here to help work through your options and discuss what they may mean for your home loan over the longer term. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). 

Help from the Government

We recommend you check what financial support is available from the Government. They may be able to help with essential living costs, and urgent or unexpected costs, if you’ve lost your job, your hours have been reduced, or you can’t work at the moment.

Find out more on the Government's website, Unite Against COVID-19.

Help from your insurance

It may be a good idea to check if you have any insurance that may provide cover if your income has been impacted by COVID-19. We suggest talking to your insurer if you’re uncertain about the cover you have.

Help from ANZ

Your financial wellbeing is important to us and we’re here to help you get back on top of your money. We have financial relief options for personal and business customers impacted by COVID-19.  Find out more.

Significant financial hardship

With the support options available from the Government, and solutions we may be able to offer, you might be able to find some financial relief before you get to the point of significant financial hardship.

However, if you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. We have an online hardship application form, but we recommend you call us first on 0800 240 438 (weekdays 8.30am-8pm, weekends 9am-5pm).

While the Government announced loan repayment deferrals are no longer available as a COVID-19 relief option, we encourage you to contact us if you’re still experiencing significant financial pressure. We can help work through your options and discuss what they may mean for your home loan over the longer term. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week).

To find out more about other options that may be available, see our Repayment relief options information sheet (PDF 159kB)

We’ll talk you through these options when you apply.

If reducing your repayment amount would provide enough relief, we may be able to suggest ways to restructure your lending to reduce your repayment amount. For example, extending your loan term or switching to interest only repayments may have less of an impact on your loan over the longer term.

To find out more about the difference between these options, see our Repayment relief options information sheet (PDF 159).

We’ll talk you through these options when you apply.

Credit cards, overdrafts and personal loans

We encourage you to contact us if you’re experiencing significant financial pressure. We’re here to help work through your options and discuss what they may mean for your loan over the longer term. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week).

 

Help from the Government

We recommend you check what financial support is available from the Government. They may be able to help with essential living costs, and urgent or unexpected costs, if you’ve lost your job, your hours have been reduced, or you can’t work at the moment.

Find out more on the Government’s website, Unite Against COVID-19.

Help from your insurance

It may be a good idea to check if you have any insurance that may provide cover if your income has been impacted by COVID-19. We suggest talking to your insurer if you’re uncertain about the cover you have.

Help from ANZ

Your financial wellbeing is important to us and we’re here to help you get back on top of your money. We have financial relief options for personal and business customers impacted by COVID-19.  Find out more.

Significant financial hardship

With the support options available from the Government, and solutions we may be able to offer, you might be able to find some financial relief before you get to the point of significant financial hardship.

However, if you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. We have an online hardship application form, but we recommend you call us first on 0800 240 438 (weekdays 8.30am-8pm, weekends 9am-5pm).

Talk to us about the options we have available which could help, including:

  • Debt consolidation using an ANZ Personal Loan
    If approved, you may be able to combine your debts like credit cards, hire purchases, store cards and more, into one easy to manage ANZ Personal Loan. Find out more.
  • Balance transfers to a low rate, no fee credit card
    If approved, a balance transfer involves moving the outstanding balance from your non-ANZ credit or store card account to an ANZ Low Rate Visa with a low interest rate for a set period of time. Find out more.
  • Low rate, no fee credit card
    We offer credit card options to suit different needs, including reward cards and a low rate card. Our ANZ Low Rate card has a lower purchase interest rate than our reward cards, with no annual card fee. Find out more.
  • Existing Personal Loan customers
    If you have an existing ANZ Personal Loan and need repayment relief because of COVID-19, talk to us about your options. We may be able to suggest changes to your loan that could help reduce your repayment amount. Find out more.

Lending criteria, terms and conditions, and fees apply. 

Term deposits and savings accounts

ANZ is in a strong position with plenty of capital (money) in reserve. We also have good liquidity – which is another way of saying that you can continue to access your money just as you do now. New Zealand has a very sound, well-regulated banking system, and as part of this we regularly run tests to assess that we can manage through stressful events. 

ANZ is New Zealand’s oldest bank, with a proud 180 year history of helping kiwis stay on top of their money. We’ve been around for a long time, through many ups and downs – and we aim to be here for a long time to come.

We understand you may need to access some or all of your term deposit funds early if you’re financially impacted by COVID-19. 

You can request an early withdrawal under our term deposit hardship policy. From 26 March 2020 until further notice, if you’re approved for an early withdrawal, we’ll also waive any interest rate reduction on the amount withdrawn. Please call us on 0800 269 296 to discuss your options.

Hardship criteria and terms apply – you can find these in our ANZ General Terms and Conditions. The information and offers above are current as at 6 April 2020 but may change without warning.

Life Insurance

Existing ANZ life insurance policies provided by Cigna New Zealand Limited (Cigna) and AIA New Zealand Limited (AIA)* don’t contain exclusions for pandemics which means that COVID-19 has no impact on your existing insurance cover.

If you need to make a claim related to COVID-19, as with any other claim, you’ll simply need to meet the eligibility requirements for your type of cover.

*Formerly known as Sovereign

If you need to make a claim, call Cigna on 0800 658 585 or email claimsnz@cigna.com.

If you need to make a claim, call AIA on 0800 500 108 or email enquirenz@aia.com.

If you hold an existing ANZ life insurance policy which includes Redundancy Cover, and you receive notice of redundancy or potential redundancy at least 180 days after the policy start date, you may be eligible to claim if made redundant as a result of the impacts of COVID-19. Your selected wait period and normal terms and conditions will apply. If you’re not sure whether you have Redundancy Cover or if you are eligible to claim, please contact Cigna directly on 0800 658 585 or email claimsnz@cigna.com.

If you hold an ANZ life insurance policy provided by Cigna and you’re experiencing financial hardship as a result of COVID-19, Cigna may be able to help. Please call Cigna on 0800 658 585 to discuss your options.

If you hold an ANZ life insurance policy provided by AIA and you’re experiencing financial hardship as a result of COVID-19, AIA may be able to help. Please visit aia.co.nz to see your options.

ANZ Life & Living Insurance is provided by Cigna.

If you’re looking to apply for a new ANZ Life & Living Insurance policy, please consider the following:

  • If you’re identified as being at a higher risk of complications from COVID-19 (e.g. you have pre-existing cardiovascular risk factors, respiratory illness or immune system compromise) Cigna may not be able to offer you cover at this time. All applications are considered on an individual basis.
  • Cigna is currently not accepting new applications for Redundancy Cover.
  • Generally, applications for Living Expenses Cover are only being considered for customers who are employed in an essential business as defined by the Government. Individual consideration will be given to customers who are not in essential business if they can evidence that they are able to work from home and are continuing to earn an income.

Credit card repayment insurance

Existing ANZ Credit Card Repayment Insurance provided by Cigna New Zealand Limited (Cigna) and AIA New Zealand Limited (AIA)* don’t contain exclusions for pandemics which means that COVID-19 has no impact on your existing insurance cover.

If you need to make a claim related to COVID-19, as with any other claim, you’ll simply need to meet the eligibility requirements for your type of cover.

*Formerly known as Sovereign

Please refer to the policy document you received when taking out the policy. If you are still unsure, please call the ANZ Contact Centre on 0800 269 296 who will be able to advise you who your cover is provided by. 

If your insurance is provided by Cigna and you need to make a claim, call Cigna on 0800 883 012 or email anzccri@cigna.com

If your insurance is provided by AIA and you need to make a claim, call AIA on 0800 500 108 or email enquirenz@aia.com

If you hold an existing ANZ Credit Card Repayment Insurance policy, you may be eligible for cover if made redundant as a result of the impacts of COVID-19 provided you meet all the terms and conditions of your policy. If you’re not sure whether you have redundancy cover or if you are eligible to claim, please contact Cigna or AIA directly.

If you wish to cancel your policy call the ANZ Contact Centre on 0800 269 296.

Before you cancel, we suggest you check your policy at anz.co.nz/CCRI to see whether you might have an opportunity to claim under your policy. If you’re still unsure, please contact:

  • Cigna on 0800 883 012, or
  • AIA on 0800 500 108

Self-service banking options

You can manage your money anytime using the ANZ goMoney app, Internet Banking or 24/7 Automated Phone Banking.

You can view your balance, move money between accounts, pay bills, friends or family, set-up and manage automatic payments, and more.

You can also send us a secure Bank Mail message through Internet Banking with your request. We’ll respond, or process your request, as soon as possible.

Find out more

Your customer number is unique to you and can be found on the back of most ANZ credit and debit cards. If you’ve checked your card/s and still can’t find your customer number, please call us on 0800 269 296.

Visit the ANZ Internet Banking login page and click on the ‘Forgot password?’ link. Follow the instructions to reset your password.

Open the ANZ goMoney app and click on ‘Menu’ and then ‘Forgot my PIN’. Follow the instructions to reset your PIN.

Contact Centre

Many of our customers have been impacted financially by COVID-19, so we’ve redeployed branch staff to help our Contact Centre team, which means we have more people available to help our customers.

Other ways to bank

Where possible, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, or ATMs to do your regular banking. Using those services means our Contact Centre can focus on helping our most vulnerable customers, as well as customers who cannot bank another way, and those immediately impacted by COVID-19.

You can also send us a secure Bank Mail message through Internet Banking with your request. We’ll respond, or process your request, as soon as possible.

Find out more about banking safely and securely from home

Branches

For our customer and staff safety, please don't visit a branch if you are feeling unwell or should be in self-isloation due to COVID-19.

 

For our customer and staff safety, please don't visit a branch if you are feeling ill or should be in self-isolation due to COVID-19.

Our branch staff are following the Ministry of Health recommendations around handwashing and recommended hygiene practices. We've also:

  • increased the frequency of cleaning in branches before and after opening, and
  • registered branches for the NZ Tracer App QR codes.

Fraud, scams and security

If you're a victim of fraud where someone accessed and used ANZ goMoney, Internet Banking, Phone Banking or your card without your authority, please call us immediately on 0800 269 296 (international +64 4 470 3142) and we'll look at how we can help.

We'll reimburse you if you didn't act fraudulently or negligently, didn't contribute to the loss, took reasonable steps to protect your banking and complied with our Electronic Banking Conditions (PDF 129kB).

Remember to never share your banking PINs, passwords or security codes with anyone including your bank or the Police.

If you have inadvertently provided your banking PINs, password or security codes to anyone, please call us immediately on 0800 269 296 (international +64 4 470 3142).

Find out more about protecting yourself from scams, and what to do if you think you’ve been the victim of a scammer.

We invest in sophisticated fraud monitoring systems to review banking activity and transactions 24/7 for any potentially suspicious activity.

We protect your banking with a range of security and technology measures, including mobile payment security that meets international standards and best practice. We also provide services such as Online Code and Voice ID, to help protect you from the risk of identity fraud. We recommend you register for both so we can help keep you safe.

We’re committed to helping keep your banking safe, and you have a role to play too. By working together, we can keep you even safer. Find out more about what we do, and what you can do, to protect you and your banking.

Contacting us

Self-service options

The ANZ goMoney app, Internet Banking, 24/7 Automated Phone Banking, and ATMs are all available to help you do your regular banking. Using these services means our Contact Centre can focus on helping those immediately impacted by COVID-19.

More about ways to bank safely and securely from home 

Call us

You can still call us if you cannot bank another way, or if you require urgent financial support.

0800 269 296

6am to midnight

7 days a week

Other helpful information

Healthline

0800 358 5453

If you have symptoms of coronavirus, call the NZ Covid-19 Healthline

Ministry of Health website

www.health.govt.nz

Information, official guidelines and updates

Unite against COVID-19 website

www.covid19.govt.nz

Latest updates from the NZ government

Important information

ANZ lending criteria, terms, conditions, and fees apply. Interest rates and fees are subject to change.  

A copy of the Bank's General Disclosure Statement  under the Reserve Bank of New Zealand Act 1989 is available on this website or on request from any ANZ branch, free of charge.

Our financial advice provider statement has some important information you should know about ANZ and our financial advice services. Please take the time to read it.

Fees and interest rates are subject to change. Non-standard fees may apply. Please use the following links for full details of our Terms and Conditions, Fees and Charges (PDF 166kB), Rates, fees and agreements, ANZ EFTPOS Card and ANZ Visa Debit Card Conditions of Use (PDF 103kB), and ANZ Electronic Banking Conditions (PDF 129kB).

 

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